Kevin Murphy
Manager, IT Service Management,
Tufts University
From Locked Down to Liftoff: Transforming IT Knowledge Management for Campus-Wide Self-Service
Wednesday, March 11, 2026 | 1:00PM–1:45PM ET | Room 553 AB
Session Type:
Breakout Session
Delivery Format:
Presentation/Panel Session
What happens when you unlock your IT Support Knowledge Base (KB) and let the whole campus in? How can you better empower students, faculty, and staff to find answers independently (and as a bonus, resolve some issues without submitting an IT ticket!)? By combining distributed knowledge ownership with a unified platform in ServiceNow, we transformed our private and often outdated KB into a scalable, self-service knowledge base. Join us for an overview of our process, practical tips, and results.
